Refund policy

14-Day Return Policy

We offer a 14-day return policy for eligible change-of-mind purchases. This means you have 14 days after receiving your item to request a return.

To be eligible for a change-of-mind return, your item must be in its original condition, unworn or unused, with tags attached and in its original packaging. You will also need a receipt or proof of purchase.

To request a return, please contact us at info@emberlystore.com.

If your return is approved, we will provide return instructions, including the return address and shipping arrangements. Items sent back without first requesting a return may not be accepted under our voluntary change-of-mind policy.

You can always contact us at info@emberlystore.com if you have any questions about returns.

Return Shipping Costs

Change-of-mind returns

For approved change-of-mind returns, customers are responsible for the cost of return shipping, including returns from New Zealand to Australia.

We recommend using a tracked shipping service, as customers are responsible for ensuring their returned items reach us safely.

Faulty, damaged or incorrect items

If your item is confirmed to be faulty, damaged, incorrectly supplied, or otherwise fails to meet applicable consumer guarantees, Emberly Store will cover reasonable return shipping costs where required by law.

Depending on the circumstances, we may provide a prepaid return shipping label or reimburse reasonable return postage costs.

Please contact us before returning an affected item so we can arrange the appropriate solution.

Damages and Issues

Please inspect your order upon delivery and contact us as soon as reasonably possible if an item is defective, damaged, or incorrect.

We will assess the issue and work with you to provide an appropriate remedy, which may include a repair, replacement, or refund in accordance with applicable consumer protection laws.

Claims involving faulty products are not restricted to the 14-day change-of-mind return period.

Exceptions / Non-Returnable Items

The following items are generally not eligible for voluntary change-of-mind returns:

• Sale and clearance items.

• Gift cards.

• Custom-made or personalized products.

These exclusions apply only to voluntary change-of-mind returns and do not affect your statutory consumer rights.

Products purchased during promotions or sales remain covered by applicable consumer guarantees.

If you have questions about the eligibility of a particular item, please contact us before purchasing.

Exchanges

The fastest way to exchange an eligible item is to request a return and, once the return is approved, place a separate order for the replacement product.

For voluntary exchanges or change-of-mind returns, customers are responsible for applicable return shipping costs.

If an exchange is required because of a faulty or incorrectly supplied item, we will assist in accordance with applicable consumer protection laws.

Consumer Rights – Australia and New Zealand

Nothing in this policy excludes, restricts, or modifies any rights or remedies customers may have under applicable consumer protection laws.

Australia

Under the Australian Consumer Law, customers are entitled to certain guarantees when purchasing goods. If a product fails to meet these guarantees, customers may be entitled to a repair, replacement, refund, or other remedy, depending on the circumstances.

These rights apply to both full-price and sale items.

For more information, visit the Australian Competition and Consumer Commission (ACCC).

New Zealand

Customers purchasing from New Zealand may have rights under the Consumer Guarantees Act 1993 and other applicable consumer protection laws.

Where applicable, customers may be entitled to a repair, replacement, refund, or other remedy if goods do not meet the required consumer guarantees.

For more information, visit New Zealand Consumer Protection.

Refunds

We will notify you once we have received and inspected your return, where inspection is applicable, and advise whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days.

Please note that your bank or payment provider may require additional time to process and display the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@emberlystore.com.

Contact Us

If you have any questions about returns, exchanges, or refunds, please contact us at:

Email: info@emberlystore.com